Store Policies
***Please be aware that all live phone calls (inbound & outbound) may be recorded for quality assurance and to confirm that we fill your order properly and according to your instructions.
Orders by Check or Credit Card
Orders paid with a mailed in check are held until the check clears. The delivery time for any product is counted from the time we receive your check in the mail (not the time you placed your order online or by phone). For this reason, it is best to send your check immediately after placing your check order online or by phone. Checks for payment must be received within approximately 7 business days or the order may be cancelled by us. In this case, a new order would need to be placed.
If you paid by credit card and we have trouble charging your card, this can delay the delivery time. If we have trouble processing your card, we will e-mail you at the address given with your order. If no e-mail address was given, we will call you at the phone number provided. If you must be called in the evening, we may have a customer service person call you from their own home to straighten out your order.
How to Check Your Order Status,
Please go to the Check Order Status page of our site. Enter billing address zip code and your order number found on your original email receipt. If your info does not come up, and you must check on the status of an order, please send an e-mail to us at: info@etherealdecor.com.
Please include the name on the credit card used to place the order and the order number given when you completed your order. Order status requests are responded to within 24 hours. If you telephone for an order status, our sales person or our voicemail can take your name and order number and pass it on to the appropritate person who can respond to your request. Responses for order status requests will not be telephoned, but emailed in response. The status request will be e-mailed to the e-mail address provided in your order information.
Most Items Sent "SIGNATURE REQUIRED"
We send most more expensive items so that some person at the exact address, apt. number or unit, must sign for receiving the package. This protects you. If no one is around at time of attempted delivery, simply call the delivery phone number on the slip and arrange a day for re-delivery or pick up from local UPS station or Post office at your convenience.
If you request your order sent without needing to be received by an actual person, please note that you are taking full responsibility for your package in case of theft from your doorstep, mailbox, etc. If you request it left without being received by a person and it disappears, we do not send free replacements and are not subject to a chargeback of monies paid. By asking it to be left this way, you are releasing us from any and all liability.
Delivery Time & Expedited Production Options
Most crystal chains or loose pieces ship out within 2 - 5 business days, not including weekends or holidays. If you must have items shipped out sooner/faster, we sometimes have priority shipping available at added cost. Online shipping rates are only for items to be shipped Ground in most cases. We also offer air shipping on most items at additional cost depending on the weight of your order and the distance it must travel. You can place your order online and in the comments add that you want an upgrade to air shipping and to email you with the additional cost if available.
By placing an order by internet, phone, fax or mail, you agree that you will notify us within 21 days of the date of order if you have not received your entire order. Notify us in writing by e-mail, fax or regular mail. If you requested 14 business days expedited service, you must notify us within 16 business days of the date of order if you have not received your entire order. If you requested 7 business days expedited production, you must notify us within 9 business days of the date of order if you have not received your entire order. All notifications must be in writing. Feel free to call after you have notified us in writing.
Clearance Items
Clearance items or any non-stock items are always final sale. Anything found on the Clearance page of our site or items not found on our site, but purchased, are clearance items.
Guarantee
Our business is based on Christian ethics of honesty and integrity. Our integrity and the credit card companies require that we honor everything stated in this Guarantee and Return Policy. We pride ourselves on our Satisfaction Guarantee and the fact that we stand by it. Though we are confident that you will thoroughly enjoy your purchases, we extend to you 3 guarantees:
1. We Guarantee Our Products.
By placing an order (through our website, by phone, fax or mail), you are protected by and accept our terms of sale which are our complete Guarantee, Return & Cancellation policy as stated below and in our brochures. Because our lovely products are geared towards weddings and one time special events, there is always the possibility of dishonest people ordering our products for use on a special day and returning them used or damaged. For those reasons our return policy is detailed, but fair. If you are in any way unhappy with your purchase ), simply follow our RETURNS PROCEDURE (details further down page). Natural trees, wholesale bulk crystal stems, special orders and orders shipped outside of the continental U.S. are final sale.
Just return it to us in saleable (undamaged and unused) condition so that it is DELIVERED to us within 10 days of the date that you received it (3 days for Bouquet Fantasy product line and Simulated Branches) in order to receive a refund as described below. In the case of multiple boxes arriving on different days, this date will be calculated from the date of delivery to you of the last package in your order. This 10 days on most items allows you a couple of days to decide if you want to return the items and a full week for us to receive it back from you. This means we must receive it in our warehouse within 10 days of the date of delivery of your last package. This date is determined according to the date on file with USPS, UPS or Fedex (whichever carrier was used).
We go by the actual date the package was delivered to your shipping address, not whatever date you get around to picking up or opening your packages. We are not responsible for packages delivered to someone else's home or a mailbox address and the customer not picking up the package for a long period after delivery. If you are having delivered to an address other than your home, it is your responsibility to have the receiver notify you immediately upon receipt of your expected packages.
International and Non Continental U.S. Orders and Wholesale Orders Not Returnable
2. We guarantee first-class customer service.
If you are in any way unhappy with our products we offer refunds of the product total less a 20% re-stocking fee. Shipping, handling or expedited production or shipping fees are always non-refundable. Non-continental U.S. shipped orders & wholesale orders (for qualified retail stores only), see more details below).
After we receive your returned items in re-saleable and unused condition (see bottom of page for what is considered used)within 10 days of the delivery date of the last package in your shipment, refunds can be issued. Some items have shorter return periods which would be stated on their product information pages. If it is not stated, then the return policy is 10 days from date of delivery. We cannot make exceptions to the basic 10 or 3 day return policies. If you have a problem or issues concerning your return, please give us a call and we will do our best to satisfy you.
Only special orders, real wood tree orders and orders shipped outside the continental U.S. and Wholeasale orders (qualified retailers/re-sellers only) are non-returnable and non-refundable.
Typographical Errors
We are not responsible for typographical errors in product descriptions or prices on our website. We do our best to make sure all information is correct and up to date. Any errors are unintentional.
Erroneous Credit or Debit Card Transactions
We do our best to charge and refund cards without error, however humans do make mistakes now and then. This is rare, but happens sooner or latter in any business that employes at least one human! Although we (like any other retailer) do not pay any type of incidental damages outside of the correction, we always make the charge correct if an error is accidentally made. We do this by voiding the erroneous transaction and re-doing it or by charging or refunding the appropriate amount.
Cancelling an Order After it is Placed
When you place an order for our handmade and other items, we begin to incur expenses in relation to your order. The following policy allows you some time to change your mind, but also helps us in preventing unnecessary expenses on your behalf. Once you place an order, you can cancel it within 24 hours of placing your order without penalties, UNLESS you requested an EXPEDITED 7 or 14 business days production option. After 24 hours of placing your order, cancellations are subject to a cancellation fee equal to 10% of the merchandise total to cover our expenses associated with your order.
If your order has already shipped, regardless of when the order was placed, it is no longer subject to our cancellation policy but is subject to our returns policy stated below. If you requested expedited 14 business days or less production, there is no 2 daygrace period for cancellation. If an expedited order has not already shipped, it is subject to a cancellation fee equal to 10% of the merchandise total. If an expedited order has already shipped, regardless of when the order was place, it is immediately subject to our returns policy stated below. We reserve the rightto enforce or waive cancellation or re-stocking fees.
Wrong Delivery Addresses
If the shipping error is our fault, we bear all consequental expenses. If the error is the customer's, the customer bears the expense. Please enter your billing and ship to address carefully and accurately. Orders accidentally shipped to an incorrect address and not recovered or recovered and requiring re-delivery to the correct address if due to his own error in entering the address. In this case all resulting shipping expenses damages would be billed to the customer's credit card or deducted from any refunds if applicable.
By placing an order through our website, by phone, fax or mail and giving an incorrect ship to address, the customer authorizes us to charge their credit card or checking account for additional shipping or re-delivery costs charged to us by the carrier due to the incorrect address information. This amount shall never exceed the amount of the original shipping cost charged. In the event the merchandise is never re-covered, damaged or lost after shipped to an incorrect address, customer authorizes us to charge their card or checking account for the retail price of the merchandise. We reserve the right to enforce or waive this right. Please enter your ship to address carefully and correctly to avoid the situation. Again, if the error is our fault or the fault of the carrier, we will bear all of the above expenses. To correct shipping address information before shipping, please send us an e-mail to info@newcreationsonline.com. Include the name on the credit card used and if possible, the order number provided after your order was placed.
Address Changes, AFTER Items are Shipped
Clarification: We do not allow re-directions (changes of address by the customer with the carrier to deliver to a different address). Carriers charge us a fee for changes of addresses, therefore, you can email us or fax us (must be in writing) to have delivery re-directed, if we approve it, we will bill your card the fee and contact UPS, Fedex or USPS to make the change. Customers will be billed up to $10 for every package re-directed to another address once it has already shipped. Changes made with us (not the carrier) BEFORE a package has shipped will be charged no fee.
Refused Delivery or Items Attempted to Deliver & Left Unclaimed
Packages refused at delivery will eventually be returned to us by the carrier. These will be treated as any other return, subject to our complete returns policy including costs such as shipping and handling, return shipping and handling and re-stocking fees. If notices are left on customer's door regarding attempted delivery and customer does not call the number on the notice to arrange for re-delivery or pick up from the carrier, these packages also will eventually be returned to us and subject to the same fees stated above. IF items customer does not contact Fedex or Postal service to arrange re delivery or pick up and the packages eventually get returned to us and customer wishes us to ship the product back to them again, customer is responsible to pay re delivery cost to ship the item to them again.
Returns Procedure: Contact us in writing for a RETURN AUTHORIZATION #. It must be requested in writing, meaning by e-mail, fax or regular mail. This policy protects you as well as us by documenting the date and nature of your request. The return authorization # also protects you and allows us to be sure that we have the chance to tell you how to package the items for return to us to avoid breakage.
2. We suggest sending your packages insured for the price you paid for them and that you send them "signature required" which means the carrier cannot just leave the box outside our address, but must give to a human, who must sign for it. This helps protect you in case of loss or theft of your package if it never makes it inside our building. We are not responsible for getting your returns safely back to us. For this reason, we suggest you send your packages "signature required". We can not refund for what you sent and we never get, we can only refund for what we actually receive.
How to Request a Return Authorization Number
When you request this return authorization number, please include all of the following: - Give your Billing Name (from the credit card used)
- Give Order# (found on your E-mail confirmation and packing invoice) if possible.
- Please State the reason for the return so we may be able to improve it in the future.
- State which items and how many are being returned
- State the condition of the items being returned (unused & undamaged).
Once you inform us of the quantity of items and notify us that all items being sent are undamaged and unused, we will e-mail you the authorization number within 12 - 24 hours or give it to you by phone. If you have no e-mail address, we will call you with the number. If you have not provided us a valid and working e-mail or phone number, you will not be able to receive the necessary authorization # and refund. Responsibility for providing current e-mail addresses and phone numbers is the responsibility of the customer.
How to Package Items Before Returning Them Keep the bubble wrap, packaging and other items that we shipped the items to you in. Wrap them carefully in a similar fashion. Crystal chains such as swarovski, come to you wrapped in tissue and then bubble wrap. The tissue prevents tangling and banging together in shipping. They must be sent back, carefully wrapped in tissue with no crystal chains touching another crystal chain. You must use care in packaging your return items to prevent breakage in shipping in order to receive a refund.
If necessary, call us before shipping so that we can help you over the phone with re-packaging the items properly if you are unsure of how to do it. We must receive any returns in the same re-saleable, unused and undamaged condition in which it was sent. We may video tape the opening of returns boxes and photograph return packaging for our records if received back improperly wrapped and consequently damaged. How to Send Items Back
- Use the same number of boxes to return the items to us as we used to send them to you. This protects you by protecting your return items. Packing more items into a box to cut back on the boxes used puts the items at risk of breakage. You must use the same number of boxes to receive your refund.
- If returning items received damaged in shipping in order to receive replacements or credit, there is no need to package with care. Choose as small a box or mailing bag as possible to fit the damaged items inside. Mail the package as inexpensively as possible as return shipping is at customer's expense and the items are already broken.
Return to Sender or Refused Delivery (don't use this method to return)
- Orders that are refused acceptance of delivery still incur return shipping costs for us because the carrier bills us for the return shipping cost. To protect yourself, do not use either of these methods to return packages to us because you are still responsible for loss or damage. Expenses billed to our Fedex or UPS account for returning ordered but refused items will be deducted from any refunds due, if any.
We do not bear the expense of packages refused by customer or sent "return to sender". Lost or damaged packages sent this way to us are the responsibility of the customer. It is in your best interest to wait until all packages in your order (if they arrive separately) have been delivered to you before sending any returns. Refusing some packages in your shipment can jeopardize your refund . If items ordered through our site, by phone, fax or mail are refused FOR ANY REASON upon attempted delivery or are marked "return to sender", the customer still bears the responsibility for any damages or loss and the expense of the initial and return shipping.
WHERE to Send Returns
- DO NOT SEND RETURNS TO OUR GENERAL MAIL RECEIVING ADDRESS. Returns must be sent only to our fulfillment address only. This address will be provided to you by email, along with your requested Return Authorization Number. If you cannot receive email, it will be provided to you by telephone.
Customer is responsible for packages not sent to the return address provided with the R.A.# and any shipping fees to deliver it to the correct return addess. In order to protect your refund, do not send packages to our general mailing address.
- Return the items to us in saleable (undamaged and unused) condition within 10 days of the date of delivery of the last box that we shipped to you (7 days for Crystal Stems and non-wood trees. See bottom of page for what is considered "USED". Your package must be RECEIVED by us with an authorization number, unbroken products and within 10 days of receipt in order to receive a refund or credit. Packages delivered after this date must be refused at delivery or held for payment of return shipping to customer. We double-check the actual date of delivery with the shipping company for verification.
WHOLESALE ORDERS by RETAILERS are non-returnable
However, we do provide damage replacements if damaged in shipping)
If You Damage or Break an Item If you damage the products that you purchase, please do not send them to us.
Damaged Artificial Branches & Metal Trees
The artificial branches and metal trees do not get broken in shipping from dropping, tossing or kicking the boxes) unless perhaps the truck had a terrible accident (unlikely). Branches are sometimes damaged by excessive bending/rough handling or shaping by customers. We do not refund for branches broken by customer. If you break an artificial branch, they can be fixed with Mighty Putty (found in CVS, Walmart and other retailers) or with many types of glue. Branches broken off the metal trees can usually be repaired with a $10 soldering tool from a craft store and a pack of heavy solder material also found at craft stores.
After that, they can be re-painted over the damaged area and touch up painted or you can re-paint the whole branch or tree. By purchasing our lovely branches or trees, customer is advised that our store policy is to fix it as described, not send it back to us.
Damaged Swan Vases
We strongly recommend that you order at least ONE or TWO EXTRA of each size that you need. Ordering a couple of extras protects you in case your florist or someone else drops or otherwise breaks one just before the event. We require you to mail back any swan damaged in shipping for a refund of the broken piece. We no longer send replacement swans. If you need more after having been refunded for any damaged, you would have to re-order. Re-orders due to damage receive priority status to ship out within 1 week in most cases.
Other Damaged Merchandise
We replace any damaged items (other than swan vases) for the same item if damaged in shipping, we do not simply process it as a "return". This policy does not apply to broken off branches of real trees. We are unable to give refunds or replacements on customer used or customer damaged goods. We will also not be responsible for the cost of sending these damaged items back to the customer if they are sent to us. Customer used or customer damaged items unfairly sent to us will be held for 60 days for payment of return shipping to you and then discarded without refund or credit.
If sending items back to us, CUSTOMER is responsible for any breakage or loss in this return shipment to us, therefore you must send your package insured by the carrier for its value. This way, if the items are damaged in your shipping back, you can file a claim with the carrier for compensation. If we receive broken returned items (damaged by customer or in return shipping) the cost of those items will be deducted from the refund amount. What is Considered "Used"
Items returned after the date of the event are considered used. Bouquet Fantasy crystal stems returned showing evidence that they have been unbound from the way originally sent. This means if the binding wire and or ribbon which holds the bunch together have been removed and re-done, they are considered used. If stems have been severely bent and or tangled, they are considered used. For hair accessories, any piece returned with evidence of hair in the comb or pin is considered used. Items returned damaged if not originally reported (within 24 hours of delivery)as received damaged are considered used or damaged by the customer. If you report (in writing) the items as received damaged as required and return them within 10 days, then they are considered damaged in shipping. Items Received Damaged: We Require Nofication IN WRITING ONLY ( by EMAIL) within 24 hours. If a box is delivered to you with VISIBLE, outside signs of damage, MAKE NOTATION OF DAMAGE on the delivery driver's delivery pad where your signature is required and then receive the box anyway (do not send return to sender as stated above because most items survive damage to the box) and examine the contents. Remove all items that are intact and notify us of any damaged items as described below: If you receive items from us that were damaged in shipping (unlikely;breakage almost never occurs), notify us in writing only, by e-mail, fax or regular mail within 1 day (24 hours) of receiving it damaged. We verify the actual delivery date and time by contacting the carrier who keeps records of the date and time of delivery. Regardless of whether you call us, we must receive a printed complaint by e-mail, fax or mail. Your notification must include which items were received damaged, what size, color and the quantity of damaged items and the nature of the damage.
If we do not receive this written notification within this stated (24 hours) from the date of delivery time on file with the carrier, we cannot credit your card, give refunds or replacements. This means from the date and time of delivery to your shipping address, not the time you opened your boxes. We have this policey because fast notification usually means the damage happend in shipping. Slow notification leaves time for damage to have occured AFTER delivery. It makes it difficult to tell which occured. For this reason, we require fast notification. You agree to these terms by checking the box during checkout or by phone ordering. We do record our phone calls.
If you DO notify us within 24 hours of receiving any damaged items, WE will bear the loss and possibly file a claim to be compensated by the carrier for the damage.
DO NOT THROW AWAY PACKAGING
You must NOT throw away the damaged items or any of the packaging because we may require that a claim for damages be filed with Fedex Ground before we ship replacements for continental U.S. shipped orders. If you discard the damaged items or packaging before contacting us,you jeapordize our recovery from Fedex and forfeit your refund. We will give you instructions as to how to return the damaged items to us. If you were charged for insurance, this is to help us cover a small fraction of this cost.
We reserve the right to decide whether to process a credit to your credit card or to mail you a check for the amount paid for damaged items (as opposed to sending replacements), at our discretion. We normally ship replacements, however if you decide that you do not want the replacements, but a credit for broken items, we will treat it as a return, subject to all terms of our returns policy stated above. We do not refund the cost of returning damaged items as it is usually minimal.
These policies allow us to continue to sell our lovely products at a reasonable price by protecting us from those who use or accidentally damage the items themselves at some point and attempt to get a refund. We realize that most of our wonderful customers are honest and up-front as we are. Please avoid this situation by contacting us in print (e-mail, fax or mail) within 24 hours of receiving the items damaged in shipping. To protect yourself, just send us an e-mail, fax or letter stating the damage and the number of items damaged. This e-mail, fax or letter protects you by serving as evidence of when you contacted us. Please feel free to call us as well about the problem, but do send the e-mail, fax or letter for documentation.
Orders Shipped to Other Countries or Outside Continental U.S.
Orders shipped outside the continental U.S. or to other countries are always final sale, non-cancellable and non-returnable. We cannot guarantee foreign Customs Office clearance times. We estimate the travel time to your country only. Some packages can be held for days, even weeks in some countries. For fastest customs clearance, request your items be sent Fedex instead of Postal Service Express Mail. The cost is more, however, customs clearance usually goes smoother and faster from our experience. Duties/Tarifs (if any) are not included and are not paid to us and would be payable to the carrier upon delivery.
Swan vases shipped outside of the continental U.S. only are shipped at the customer's risk of loss or damage in shipping, transit, by customs agents, etc. For orders shipped outside the continental U.S., we cannot ship free replacements or refund for damaged items received due to the much higher expense. Such orders ship at the customer's financial risk of loss or damage. This does not apply to orders shipped WITHIN the continental United States.
If you do not accept and understand these terms or need clarification, you agree that you will not place your order until you do. By placing an order by phone, internet, mail or fax, you demonstrate that you accept these order terms. Please e-mail your questions to us at: info@etherealdecor.com. We will always be fair and honest with our customers and rely upon the honesty and integrity of our customers and hope that most of them will do the honest thing as well. We truly appreciate your business and your understanding.
Litigation
If we must sue a customer for payment of merchandise for any reason including unwarranted charge-backs, the dispute will be litigated in and settled by the court systems in the county of Volusia, state of Florida.
How to Contact Us
Email: info@EtherealDecor.com
Phone: Toll Free 877-484-4642 (during normal business hours)
Fax: 877-484-4642 (same as phone number; available 24 hours; just hit send on your fax machine during the first 5 seconds of the greeting). ***Please be aware that all live phone call (inbound & outbound) may be recorded for quality assurance and to confirm that we fill your order accurately and according to your instructions.
WHERE WE ARE LOCATED:
Ethereal Decor
Central Florida
U.S.A.
Our shipping and receiving warehouse are at a separate location which is not a showroom for customers to browse through our products. It is zoned and insured only for our production, shipping and employees. We are not a retail walk-in "store" which means we deliver all orders (even if you are in the state of Florida) by UPS, Fedex and Priority Mail. We do not post our full address online, in order to prevent walk-ins. Once you order however, our address will be emailed to you on your receipt and will also be on the box along with our UPS account information.
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